Poor Communication System Has Caused Poor Levels of Customer Service at Company Bourne Leisure
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Added on 2019-09-25
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Poor Communication from management to staff has resulted in poor levels of customer service at Company Bourne Leisure Abstract:- This research report is prepared on the poor communication from management to staff has resulted in poor customer service for Bourne Leisure organization. This research helps the organizations build a sustainable business which enables the organization to tackle the future challenges more effectively and efficiently and attract various customers.
Poor Communication System Has Caused Poor Levels of Customer Service at Company Bourne Leisure
Added on 2019-09-25
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Poor Communication from management to staff has resulted in poor levels of customer service at Company Bourne Leisure
Abstract:-This research report is prepared on the poor communication from management to staff has resulted in poor customer service for Bourne Leisure organization.The main motive behind this study is to understand the effect of the poor communication system on the customer service of the organization. With the help of this study Bourne Leisure organizations able to understand the impact of the poor communication on the organization. This research report act as guide for the academicians who are interested in conducting further research in the similar area. In this research report the researcher have been consulted various papers which have been developed byvarious authors, for the purpose of understand the research which has been conducted previously in this area. In support of it, a questionnaire was prepared related to the research question and distributed all to the various target respondents who are the members of the Bourne Leisure Organization. This research helps the organizations build a sustainable business which enables the organization to tackle the future challenges more effectively and efficiently and attract various customers. It also enables the organizations to build strong strategies and goals which theorganization wants to achieve in the near future.1
Table of ContentsAbstract:-.....................................................................................................................................................1INTRODUCTION:-.....................................................................................................................................3Research Aims.........................................................................................................................................4Research Objectives................................................................................................................................4Research Questions.................................................................................................................................4HYPOTHESES:-.........................................................................................................................................5LITERATURE REVIEW:-.............................................................................................................................5METHODOLOGY:-......................................................................................................................................10SECONDARY RESEARCH:-...........................................................................................................10PRIMARY RESEARCH:-.................................................................................................................11Surveys and questionnaires: -................................................................................................................11Observation: -........................................................................................................................................11Interview: -............................................................................................................................................12Research Philosophy..............................................................................................................................12Positivism...........................................................................................................................................12Interpretivism....................................................................................................................................13Approach Selection............................................................................................................................13RESEARCH DESIGN:-...............................................................................................................................14POPULATION SIZE:-................................................................................................................................14SAMPLE DESIGN:-..................................................................................................................................15DATA ANALYSIS:-...................................................................................................................................15DESCRIPTIVE ANALYSIS:-........................................................................................................................15RELIABILITY ANALYSIS:-..........................................................................................................................17CORRELATION ANALYSIS:-.....................................................................................................................18HYPOTHESES ASSESSMENT:-.................................................................................................................18RECOMMENDATION AND CONCLUSIONS:-...............................................................................................19Questionnaire............................................................................................................................................202
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INTRODUCTION:-Bourne leisure is a private British organization which owns a number of subsidiaries andoperates in the holiday sectors and leisure in the UK. Bourne leisure organization wasestablished in 1964. It is the most recognized organization in the UK. In this report, we willstudy about how the poor communication between the management and staff influences the levelof customer service. Communication between the management and the staff plays an importantrole, it should be focused on the management and should take initiatives to manage it.(Rosenzweig, 2014) Bourne Leisure organization faces many issues related to the poorcommunication, so we will study all the factors to resolve all these issues. Healthycommunication makes the organization capable of dealing with the competition. In opposite toits poor communication is considered a big problem in an organization. Effective communicationis necessary for every organization. Effective communication plays an important role indeveloping long time relation with the clients; this leads the employee motivation. One mostimportant benefit of healthy communication is improved relationships. A healthy relation shouldbe present between the management and its employee. All the things go smoothly when allactivities are on track. This helps the organization in understanding its goals and directions to runbusiness smoothly. The best process of communication in the organizations is through emailsthat follows a chain of commands and face to face interactions. Communication is a criticalproblem which faced by the Bourne Leisure Organization. So in this study a research isconducted helping the organization to resolve the communication problem in the organization. Ifgood communication is present in the organization, then it helps the organization in timemanagement in the workplace. This will help the organization in maintaining its own time andalso helps the staff in managing their work deadlines. If proper communication system is4
followed in the Bourne Leisure Organization then employees of the organization, feel importantin the organization. This will lead to the motivation of the employees, and their involvement intheir respective tasks. This will improve the customer service of the organization and also canattract a large number of customers. (Scheer, 2014) Customers should be satisfied with theorganization and if they are unsatisfied, the growth of the organization is not possible in thefuture time period. If the poor communication system is present in the organization than poorcustomer services also exists in the organization. This will impact the whole organization in anegative manner. Due to the lack of the customer service the organization loses its currentcustomers as well as the future customers. This will also impact the reputation of theorganization at the marketplace. This study is conducted for finding the solutions of resolving thepoor communication problem in the Bourne Leisure organization. Research AimsThe aim of a study is to analyze the impact of poor level of communication at the managementlevel to the lower level staff which impact on the customer services quality.Research ObjectivesMentioned below are the objectives of the research papers:-To understand the impact of poor level of communication on management land lowerlevel -To understand the impact of poor level of communication on customer service-To understand the impact of poor communication on overall growth of an organizationResearch QuestionsMentioned below are the research questions for the research topic which is being discussed: 5
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